CRM magazine ran a story recently touting how Contact Solutions deployed its shared interactive voice response (IVR) services to enable InfoVoter Technologies to promote voter access and register complaints through CNN’s 1 877 GO CNN08 and the Tom Joyner Morning Show-affiliated 1 866 MY VOTE1 hotlines during the 2008 McCain-Obama presidential election. InfoVoter delivered two services during this past voting cycle: a forum for voters to call in and complain about any problems occurring at their polling locations, and a repository of voter information for those who needed it.
Working with cable network CNN, InfoVoter opened a special phone system on October 15, right after the final presidential debate between Sen. John McCain and Sen. Barack Obama to establish a simple and reliable destination for voters to report information about problems at the polls.
Contact Solutions’ biggest concern was making sure the platform could handle the expected call spikes. InfoVoter’s Ken Smuckler recalls that the night the hotline officially opened in October, 1,700 simultaneous calls were handled without a crash. The initial success provided confidence for Election Day, when the line’s 130,000 calls included spikes of up to 3,000 calls within a five-to-10-minute period-and still no hiccups.
Filed under: Federal Government, IVR, Shared IVR Services | Tagged: CNN, InfoVoter, Obama
